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About the book

Description

This textbook is a summary of “Berliner Balanced Scorecard: The Customer Perspective”. The ‘Berliner Balanced Scorecard’ approach demonstrates that the perspectives of the Balanced Scorecard are linkable and that each of them can be calculated. At the same time, the approach faces the challenge to quantify human resource capital.

Content

From product- to customer profit contribution

Product- versus customer-based calculation

Activity-based costing

From customer profit contribution to customer cash flow

Calculated investment summary of the customer value

Determining the adequate target rate

Field of application for the customer value and interpretation of the results

The index hierarchy of the customer perspective

Combining the shareholder value and the balanced scorecard

Conclusion and outlook

List of Sources

Endnote

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